Microsoft Dynamics 365 Customer Service

Microsoft Dynamics 365 Customer Service Module

Microsoft Dynamics 365 Customer Service CRM help CX Managers exceed expectations with a workflow automation that support seamless experiences for both your customers and employees. With the right tools in hand your agents can simultaneously manage multiple conversations with customers through different channels such as chat, phone, SMS, social channels, etc. 

Enable speed, convenience and self-service, and consistency across customer service operations. 

Nonprofit Donor Management

Self Service Portals  

Embrace self-service portals for quick easy resolution and drastically reduce the volume of logged cases, open tickets and customer complaints.  

  • Customer/Partner Self-service

  • Complaints and Issues Management

  • Forums

  • Agreements & Documents

  • Case Deflection

  • Omnichannel add-in Support

Actionable Insights

Actionable Insights

Gain actionable insights from interaction trends across channels, agent performance, and utilization data.

  • Track team/individual performance

  • Relationship Health

  • Social media tracking

  • Customer Intelligence

Omni-Channel Engagement

Omni-Channel Engagement

Enable end-to-end service engagements and deliver personalized service with minimal customer effort.

  • 360-degree view of the customer

  • Real-time insights

  • Analyze social post sentiment

  • Automated case routing 

  • Run personalized surveys

Case Management & Reporting

Power BI Reporting

Leverage live, pre-built dashboards and reports from Power BI and sell smarter with signals from Office 365 and other sources

  • Analysis & Insights 

  • Channel-wise Charts & Dashboards

  • Customer Service Insights

  • Power BI Customer Service Analytics

  • Reporting on closed and open cases

Case Automations

Case Automations

Ensure the cases are being routed to the right person for the right answers in right time. 

  • Case Assignment and Routing Rules

  • Record Creation and Update Rules

  • Email to Case Process

  • Automated Case Assignment

  • Automated Ticketing System

Knowledge Management

Knowledge Management

Use Knowledge Base as a support tool and attach articles relating to the case for handy reference.

  • Article Management

  • Using Knowledge with Cases

  • Service Management Settings

  • Knowledge Manager Dashboard

  • My Knowledge Dashboard

Available Integrations


Voice of Customer


Microsoft Office







Power bi

Power BI


Business Central



Lets discuss your project. Get practical tips to scale your engagement efforts across channels, adapt your outreach, and automate your operations in secure Microsoft Cloud!

Service Overview

Beyond Key can help you build a customized Dynamics customer service environment with endless capabilities to reinvent the way you handle customer support. With the right tools in hand your agents can simultaneously manage multiple conversations with customers through different channels such as chat, phone, SMS, social channels, etc.

Business Consulting and Advisory Services

Business Consulting and Advisory Services  

Full Cycle Implementation

Full Cycle Implementation

Turning Around Failed Implementations

Turning Around Failed Implementations  

Customization and Technical Advisory

Customization and Technical Advisory  

Business Application Integration

Business Application Integration  

Modernization/ Upgrade/ Reimplementation

Modernization/ Upgrade/ Reimplementation  

Support and Maintenance

Support and Maintenance  

Licensing and Negotiation

Licensing and Negotiation

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